Análise de sentimentos sobre o acesso terrestre ao aeroporto utilizando mídias sociais

Autores

  • Carolina Silva Ansélmo Instituto Tecnológico de Aeronáutica, São Paulo – Brasil
  • Giovanna Miceli Ronzani Borille Instituto Tecnológico de Aeronáutica, São Paulo – Brasil
  • Anderson Ribeiro Correia Instituto Tecnológico de Aeronáutica, São Paulo – Brasil

DOI:

https://doi.org/10.14295/transportes.v30i1.2515

Palavras-chave:

Transporte aéreo, Acesso terrestre ao aeroporto, Rede Social Twitter

Resumo

Um adequado sistema de acesso terrestre ao aeroporto é relevante para um bom nível de serviço e é essencial para identificar a percepção do usuário sobre os meios de transporte disponíveis. Para identificar as percepções positivas e negativas foram utilizadas as técnicas de análise de sentimentos e aprendizado de máquina com conteúdo gerado pelo usuário na rede social Twitter. De março de 2018 a dezembro de 2019 foram coletadas opiniões espontâneas sobre o acesso terrestre ao Aeroporto Internacional de São Paulo/Guarulhos (SBGR). Os tweets pesquisados referiram-se aos termos: aeroporto, Guarulhos e meios de transporte: aplicativos de transporte de mobilidade urbana, ônibus, táxi, trem e veículos privados. Os trens tiveram maior quantidade de tweets, sendo o principal motivo de insatisfação relacionado à localização da estação do aeroporto. Além disso, os indicadores avaliados positivamente foram disponibilidade dos serviços, custo e tempo de viagem. A técnica de aprendizado de máquina Naïve Bayes apresentou acurácia de 82,14% e precisão de 88,14% para classificar os tweets em percepções positivas ou negativas. Os resultados obtidos podem ser valiosos para as entidades governamentais, influenciando no nível de serviço oferecido. O conteúdo gerado nas redes sociais pode ser útil em diversas áreas do conhecimento, complementando a pesquisa de campo e ajudando no desenvolvimento de novos métodos de pesquisa e análise de dados.

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Publicado

13-04-2022

Como Citar

Silva Ansélmo, C. ., Ronzani Borille, G. M. ., & Ribeiro Correia, A. . (2022). Análise de sentimentos sobre o acesso terrestre ao aeroporto utilizando mídias sociais. TRANSPORTES, 30(1), 2515. https://doi.org/10.14295/transportes.v30i1.2515